Amukelani Mashele

I’m a dedicated customer service and customer experience professional with over 10 years of experience in customer support, call centre operations, administration, quality assurance, and remote customer experience management. I manage high call volumes, resolve complex customer issues, and maintain exceptional customer satisfaction standards—while consistently meeting service level agreements and performance targets.

In my current role as a Nightshift Customer Service Representative (Remote), I handle inbound inquiries via phone, email, and live chat, using CRM systems to document interactions and track issue resolution. I collaborate with cross-functional teams to resolve escalated issues, adapt quickly to new tools, and consistently exceed upselling and service performance targets.

Previously, I supported an Amazon campaign through Webhelp (Customer Experience Officer), analyzing customer feedback and identifying trends for continuous improvement, while building loyalty and retention. Earlier, as a Quality Assurance Agent at Liquid Capital, I conducted call monitoring, provided coaching feedback, and supported onboarding and training—strengthening my focus on complaint resolution, escalation management, and operational administration.